Guidelines:

1. Offer customer discounts for order satisfaction or to correct issues with the order.
2. Apply or offer consistent discounts per order needs.
3. Give customers fair discounts while not losing money for SMR.
4. Apply same day as submitted or confirmed to customer. 

Process:

Step 1. Confirm discount issue with the customer. For example, was it an active order discount code, or is there an order/product problem that needs to be reviewed?

Step 2. 

• If a valid order discount was not applied, apply to the order as a refund. If an order is active and not shipped, wait until the order is shipped to refund, to prevent a shipping error. Notify customer of delay.
• If this is for an order/product issue, please refer to Discount Table. If not clear, ask the Customer Support Lead for advice. Offer discount offer to a customer in replacement of a new item.

If the customer denies a discount due to an order/product issue, check with the Customer Support Lead if a more considerable discount can be offered or if a replacement should be sent.

Step 3. Once the discount percentage is confirmed, follow the refund process and update the 'Daily Refund' sheet with information at this LINK. 

Step 4. Send customer confirmation email of the refund amount processed.

Please also check reoccurring discounts (live) at the link below.

https://docs.google.com/spreadsheets/d/1iNNcwtuJJEm4vdBcVYojP5kdjdEYiLMg02YgOAgmqZE/edit#gid=0